Social CRM – the hot topic in Customer Relationship Management

As we rev up in preparations for this year's edition of the Loyalty World Asia conference, we have been speaking to a number of customer loyalty marketing professionals across various industries to gather insights on the latest trends and issues. Through our interactions and the news, a popular theme that constantly pops up is the use of social media in engaging and retaining loyal customers.

Over the past few weeks, numerous acquisitions in the social media and CRM have occurred. For example, Oracle purchased Vitrue to add social media management to its technology offerings.

Zach Hofer-Shall, an analyst at Forrester Research on Customer Intelligence professionals, shares his take on social CRM. (View full article here)

It is without doubt that the â€˜Customer is King' and companies must focus on satisfying the changing needs of their customers in order to achieve profitability and remain competitive in the current crowded landscape. By going social, businesses can connect with customers more efficiently. In order to do so, companies are now acquiring unique technologies that enable them to meet future market demands.

As many companies realize, social customer relationship management is no easy feat. It requires access to social data, technology to filter, process and analyze content, and tools to manage and apply insights. The collaboration of technologies through acquisitions allows the fusion of the best practices and key skills of companies to bring success to social CRM.

We are currently in an exciting phase of customer loyalty. If you have additional comments you'd like to share concerning issues in customer loyalty, join us at Loyalty World Asia 2012. See you there!

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